Director Station Guest Services
About The Position
The Director, Station Guest Services leads and drives a safe, reliable operation while maintaining high standards of guest services at Alaska Airlines and Hawaiian Airlines. The role implements operational plans to help the station meet performance objectives and compliance guidelines. As a people leader, the director promotes continuous improvement and works with other operational teams to support alignment and best practices across the station. The director establishes strategic direction for customer service agents and management employees, drives performance and safety plans, supports employee engagement and development, and partners with station and corporate teams on training, labor relations, administration, and operational goals.
Requirements
- At least 8 years of experience in administration, human resources, operations, or a related field.
- At least 5 years of leadership experience, including at least 2 years directly leading people.
- Bachelor’s degree, or an additional 2 years of relevant training experience in lieu of the degree.
- High school diploma or equivalent.
- Excellent written and verbal communication and presentation skills.
- Detail-oriented and highly organized, with the ability to multitask and work independently with limited guidance in a fast-paced environment.
- Ability to lead with a high-performance culture mindset, focusing on practical solutions and efficiency and managing outcomes.
- Ability to collaborate effectively at all levels of the organization.
- Self-starter who takes initiative, accepts responsibility, and is comfortable with ambiguity.
- Proactive, enthusiastic, and creative demeanor, with willingness to try new approaches.
- Scheduling flexibility and ability to work after normal business hours and on weekends.
- At least 18 years of age.
- Authorized to work in the United States.
Nice To Haves
- Ability to quickly assess situations, understand risks, and develop responsive plans.
- Strong interpersonal skills and ability to build collaborative relationships that drive company outcomes with internal colleagues and key external business partners.
Responsibilities
- Establish strategic operational goals and direction for customer service agents and management employees.
- Set strategy and develop and monitor action plans related to customer service expectations, operational performance metrics, safety, and compliance.
- Set the strategy for annual employee survey action plans to build trust and cultivate a positive work environment.
- Collaborate with Airport Policy and Procedures and AOCS Training and Development teams to ensure consistent training delivery and adherence to company policy while supporting a complex hub.
- Build working relationships with station union representatives, address concerns, and support consistent adherence to applicable collective bargaining agreements.
- Support management staff career development through varied experiences, succession planning, developmental assignments, and formal and informal training.
- Develop employees through performance management and ongoing feedback, delegation of stretch assignments, team capacity building, and effective time management.
- Partner with Station Administration to support the labor contract, including the Problem Resolution Management process, discipline, and first-step grievance resolution.
- Liaise between operational and administrative workgroups to track and achieve operational, administrative, and employee engagement goals.
Benefits
- Free standby travel privileges on Alaska Airlines, Hawaiian Airlines, and Horizon Air with high-priority status.
- Annual confirmed travel credits.
- Medical, dental, and vision benefits.
- 401(k) match program.
- Annual bonus plans.
- Holiday pay and paid time off.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
